Devin Lane
Salt Lake City,UT
Summary
Seasoned Customer Success Manager with a proven track record of driving retention, revenue growth, and product adoption across strategic accounts. Skilled in managing complex relationships, identifying customer needs, and delivering data-driven solutions that improve outcomes and reduce friction. Known for being organized, transparent, and a trusted partner to customers and internal teams.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Senior Customer Success Manager
AllVoices
Remote, Utah
08.2024 - Current
- Manage $2.3 million in ARR across approximately 45 complex enterprise and mid-market accounts.
- Own the post-onboarding experience, including strategic account management, training, renewals, and upsell initiatives.
- Consistently achieve over 95% quarter-over-quarter retention through risk mitigation and value enhancement.
- Increased ARR by $62K from 2024 to 2025
- Act as a trusted advisor to senior stakeholders, influencing decision-making and roadmap alignment. business goals.
- Provide strategic guidance and insights using product usage metrics and trend analysis.
- Manage customer-facing projects, coordinating complex implementations and workflow changes.
- Collaborate with cross-functional teams to address and resolve customer inquiries.
Lead Customer Success Manager
Knowde
Remote, MI
09.2022 - 06.2024
- Managed 40 mid-market and enterprise accounts to drive digital transformation in sales, marketing, and UX strategies by aligning with business needs and value propositions.
- Guided suppliers and distributors to optimize workflow and enhance storefront experiences on Knowde marketplace, improving overall customer engagement.
- Enhanced customer success platform (Vitally) by introducing dashboards, tech-touch strategies, and playbooks.
- Collaborated with cross-functional teams to address complex customer concerns and ensure timely resolution.
- Slashed TTV by ~30% and boosted product adoption by +25% through strategic onboarding and training initiatives.
- Guaranteed a consistent quality experience by maintaining an exceptional NRR, regularly exceeding 100%.
- Oversaw onboarding, training, business reviews, and renewals, leveraging project management skills to ensure seamless customer experiences.
- Generated $45K in added revenue during Q2 2024 through consultative selling and cross-functional teamwork.
Customer Success Manager
Knowde
Remote, MI
01.2022 - 09.2022
- Partnered with customers to build, manage, and promote their storefronts on the Knowde marketplace, ensuring a seamless onboarding and post-onboarding experience.
- Conducted enablement sessions and created help center articles that enhanced customer experience.
- Pioneered customer success strategies as an early CSM hire, optimizing customer engagement.
- Realized business growth by managing a robust portfolio of +80 SMB and Mid-Market accounts across industries.
- Empowered sales and marketing teams with strategies that increased lead generation by +44%.
- Increased product adoption by +20% using high-tech, low-touch strategies that drive engagement and productivity.
Customer Success Manager
FormAssembly
Remote, MI
10.2020 - 01.2022
- Managed diverse book of business across industries from SMB to enterprise, non-profit to Fortune 500, enhancing customer success outcomes.
- Collaborated with Sales, Product, and Marketing to identify needs and develop tailored data collection solutions, improving customer satisfaction.
- Provided exceptional customer service (CSAT), exceeding internal KPIs for product adoption and use case expansion.
- Increased Q1 2021 revenue by $35K through consultative selling and cross-functional collaboration.
- Consistently maintained CSAT scores of 96% and NRR >105%.
Customer Success Manager
ForeSee (Acquired by Verint)
Ann Arbor, MI
08.2019 - 02.2020
- Managed ~20 public sector accounts (SLED) with an ARR of $2M. Partnered with clients to improve their customer experience strategy using advanced CX methodologies and tools.
- Facilitated training sessions, bi-weekly meetings, and business reviews to enhance post-implementation life cycle management.
- Collaborated with data analysts and enterprise account managers to drive renewals and maximize service/product upsells.
- Coordinated timely delivery of products and services through effective collaboration with sales, engineering, and TAMs.
- Achieved 100% client retention in Q3 and Q4 2019 by delivering exceptional service and proactive support.
- Successfully grew client base and revenue by $58K in Q4 2019 through strategic up-sell and expansion initiatives.
Customer Success Manager II
Thumbtack
Salt Lake City, UT
03.2018 - 05.2019
- First CSM hire. Managed a large book of business, ~500 high-value professionals.
- Initiated upselling and cross-selling efforts, promoting additional products and services that contributed to revenue growth.
- Collaborated cross-functionally with departments to enhance customer experience and achieve desired outcomes.
- Consistently achieved 93% LTC with a department average of 86%
- Earned Brass Tack's award by significantly impacting and supporting Thumbtacks' business growth (H1 2018).
- Increased book of business revenue by $105K from Q2'2019 compared to Q1'2018.
Team Leader
Thumbtack
Salt Lake City, UT
07.2017 - 03.2018
- Nurtured a high-performing 10-person customer success team, exceeding revenue and retention goals for the company.
- Coached team members, recognized achievements, and set clear goals in 1:1 meetings to enhance individual and team performance.
- Spearheaded strategic initiatives for continuous process improvements, resulting in impactful outcomes for customer success.
Customer Success Specialist
Thumbtack
Salt Lake City, UT
11.2016 - 07.2017
- Personalized client support to empower professionals with account tools and enhance market awareness.
- Spearheaded outreach through multi-channel platforms to drive product adoption and mine business opportunities.
- Improved customer satisfaction by addressing inquiries with empathy and providing tailored guidance.
- Increased account activations by 40% in Q2 2017 by effectively promoting value-driven selling and a consultative approach.
Education
Bachelor of Science - Strategic Communication
University of Utah
Salt Lake, UT05-2014
Skills
- Customer Relationship Management
- Onboarding & Training
- Product Adoption
- Retention
- Revenue Growth & Negotiation
- Risk Mitigation
- Executive Business Reviews
- Project Management
- Data-Driven Insights
- Salesforce
- Planhat
- Google Workspace
- AI Tools (ChatGPT, Claude, Coworker)
- Collaboration Tools
- Organizational Skills
- Problem Solving
- Customer Operations
Certification
- Certified Customer Success Manager | SuccessHACKER | 2018
- Consulting Foundations: Client Management and Relationships | LinkedIn | 2024
- Introduction to Artificial Intelligence | LinkedIn | 2024
Timeline
Senior Customer Success Manager
AllVoices
08.2024 - Current
Lead Customer Success Manager
Knowde
09.2022 - 06.2024
Customer Success Manager
Knowde
01.2022 - 09.2022
Customer Success Manager
FormAssembly
10.2020 - 01.2022
Customer Success Manager
ForeSee (Acquired by Verint)
08.2019 - 02.2020
Customer Success Manager II
Thumbtack
03.2018 - 05.2019
Team Leader
Thumbtack
07.2017 - 03.2018
Customer Success Specialist
Thumbtack
11.2016 - 07.2017
Bachelor of Science - Strategic Communication
University of Utah